Technical Support Engineer

Job Title:

Technical Support Engineer (AI Security Products)

Location:

Atlanta, GA - Hybrid - 2 days/week

About Us:

Witness AI invented intent-based AI security. While legacy tools monitor what users say to AI, we understand what they're trying to accomplish - stopping jailbreaks, data exfiltration, and shadow AI before damage occurs. We provide visibility into how employees and systems use AI - capturing prompts, responses, and agent activity - so security teams can monitor risk, investigate incidents, and enforce guardrails in real time.

Job Description:

As a Hands-On Technical Support Engineer for WitnessAI customers, you will be responsible for overseeing the pool of customer technical/product issues ranging from easy to complex difficulty while directly engaging with them to troubleshoot and provide resolution by following customer SLAs. You’ll provide high-level technical guidance and mentorship to the TSE team, while ensuring efficient resolution of customer problems related to AI security products.

This is a hands-on role that requires a deep understanding of network, endpoint and proxy security technologies, troubleshooting complex issues, and working closely with cross-functional teams to drive customer success.

Key Responsibilities:

• Lead and mentor the technical support team, providing guidance on troubleshooting and resolving complex customer issues.
• Serve as an escalation or direct point for high-priority and advanced technical issues involving AI security products (e.g., proxies, end points, HTTP1.1/HTTP2,DNS, firewalls, IDS/IPS, VPNs, etc.).
• Provide hands-on troubleshooting, root cause analysis, and resolution for customer-reported issues, ensuring high-quality support.
• Collaborate with engineering, product development, and sales teams to communicate customer feedback and ensure continuous product improvement.
• Develop and maintain best practices, technical documentation, and troubleshooting guides to improve team efficiency.
• Implement and manage support processes, ensuring SLAs are met and customer satisfaction remains high.
• Conduct regular training sessions to keep the support team up-to-date on the latest product features and network security trends.
• Engage directly with customers via email, phone, or remote sessions to resolve technical issues and ensure their security solutions are fully optimized.
• Assist with the deployment and configuration of security products, providing post-deployment technical assistance.
• Monitor, analyze, and report on support metrics, identifying opportunities for process improvements and training needs.
• Stay updated on the latest cybersecurity trends, threats, and technologies to provide expert-level support and guidance.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• 3-5 years of experience in technical support or engineering roles.
• Extensive hands-on experience with network security products, including firewalls, VPNs, IDS/IPS, and endpoint security solutions (e.g.,Crowdstrike, SentinelOne, Palo Alto, Cisco, Fortinet, etc).
• Strong knowledge of various protocols (HTTP1.1,HTTP2, TCP/IP, DNS, DHCP, etc.), working with HARs, packet captures, tcpdump, etc and security best practices.
• Proven experience troubleshooting and diagnosing complex network security issues in real-world customer environments.
• Exceptional problem-solving skills and the ability to work under pressure in a fast-paced environment.
• Strong communication and customer service skills, with the ability to explain complex technical concepts to non-technical users.
• Experience with scripting or automation tools (e.g., Python, Bash) is a plus.
• Industry certifications such as CCNA, CISSP, or CEH are highly desirable.
• Experience with support ticketing systems and knowledge base management.